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Frequently asked questions
Cancel Identity Guard: The Right Way
How to cancel Identity Guard in new zealand and reclaim your money
What Identity Guard is and why new zealand consumers use it
Identity Guard (now owned by Aura) is a subscription-based identity protection and credit monitoring service that monitors your personal information for fraud risk in real time. The service watches credit agencies, dark web activity, and your financial accounts, sending you alerts when suspicious activity is detected and providing support to help you resolve identity issues if they arise.
How the service operates in new zealand
You access Identity Guard through your online account or mobile app, available on both Apple App Store and Google Play. The service delivers digital protection 24/7, monitoring for potential threats to your personal data. You can purchase directly from Identity Guard's website, through third-party app stores, or via employer benefit programmes. New Zealand customers are charged in USD, with currency conversion handled by your payment provider at the time of transaction. Billing occurs monthly or annually, depending on which plan you select.
Who should consider cancelling
If you've found that Identity Guard no longer meets your security needs, the cost outweighs the protection it provides, or you prefer an alternative service, cancelling is straightforward once you follow the correct procedure. Many New Zealand consumers cancel because they've changed their financial situation, found a cheaper competitor, or discovered the monitoring alerts don't align with their actual risk profile.
Understanding your consumer rights in new zealand
Before you initiate cancellation, know exactly what legal protections apply to you as a New Zealand consumer purchasing digital services.
Consumer guarantees act 1993 and your statutory rights
Under the Consumer Guarantees Act 1993, you have the right to services that are of acceptable quality, fit for purpose, and delivered with reasonable care and skill. If Identity Guard fails to deliver on these guarantees-for example, if the monitoring function doesn't work as advertised or alerts fail to notify you of genuine fraud activity-you may be entitled to cancel and claim a refund regardless of the company's standard cancellation policy or timeframe.
Your legal position: If the service has not performed as marketed to you, you have grounds to request immediate cancellation and a full refund. Document the failure (screenshot of missing alerts, failed login attempts, or undelivered notifications) and contact Identity Guard's customer service with evidence. If they refuse, you can escalate to the Commerce Commission or your local Citizens Advice Bureau, which will investigate your complaint at no cost to you.
14-day cooling-off period for online purchases
If you purchased Identity Guard online (directly from the website or through an app store), you may have 14 days from the date of purchase to change your mind under consumer protection rules. This cooling-off period gives you a window to test the service and cancel if it doesn't suit your needs, with no questions asked and no penalty. However, this applies only if you have not already used the service materially-if you've accessed full features during this period, the cooling-off right may not apply in full.
Identifying your purchase channel before cancelling
The cancellation method depends entirely on where you bought your subscription, so your first step is to identify your purchase channel precisely.
Check your purchase location
Review your payment confirmation email or credit card statement to confirm whether you purchased through the Identity Guard website, Apple App Store, Google Play, or an employer benefit platform. This determines which cancellation process you'll follow and who processes your refund request.
How to cancel a direct web subscription
If you purchased directly from Identity Guard or Aura's website using your credit card or bank details, you cancel through your online account dashboard.
- Visit the Identity Guard or Aura website and log in with your email address and password.
- If you've forgotten your password, click the "Forgot Password" link on the login page to reset it before attempting to cancel.
- Use your registered email address to receive the password reset link.
- Navigate to your account settings or subscription section once logged in.
- Look for tabs labelled "Billing," "Subscription," "Account Management," or "My Account."
- These menu options are typically located in the top-right corner under your profile icon or in a left-hand sidebar.
- Locate your active subscription plan and select the cancellation or "Cancel Subscription" button.
- The interface will display your current plan, renewal date, and payment amount.
- Click the cancellation option and you will see a confirmation prompt.
- Review any retention offers and confirm your cancellation choice.
- Identity Guard may offer you a discount to stay subscribed-decline this unless you genuinely want to continue.
- Confirm that you understand your service will end at the conclusion of your current billing cycle.
- Take a screenshot or print the cancellation confirmation page immediately.
- Save this document for your records; you'll need it if Identity Guard charges you again or if you need to dispute the cancellation.
- Verify that the confirmation email arrives in your inbox within 24 hours.
- Verify your cancellation status by logging back into your account after 2 business days.
- Confirm that your subscription no longer appears as "active" in your billing section.
- If it still shows as active, contact Yafee for guidance on how to escalate the issue to Identity Guard's support team.
How to cancel if you subscribed through an app store
If you purchased Identity Guard through Apple App Store or Google Play, you must cancel through that platform, not directly through Identity Guard's website.
Cancel through apple app store
- Open the Apple App Store on your iPhone, iPad, or Mac device.
- Tap "Account" in the bottom-right corner (or "Featured" then your profile icon in the top-right).
- Tap "Subscriptions" and select Identity Guard from the list.
- This shows all your active app subscriptions and their renewal dates.
- Tap "Cancel Subscription" or "Edit Subscription."
- If you see "Edit Subscription," select it and then choose "Cancel Subscription" on the next screen.
- Confirm the cancellation when prompted.
- Your service will cease at the end of your current billing period.
- Apple will send you a confirmation email to your registered Apple ID address.
- Save the confirmation email and take a screenshot of your subscriptions list showing Identity Guard no longer appears.
- Store these documents for your records.
Cancel through google play
- Open the Google Play app on your Android device.
- Tap the profile icon in the top-right corner.
- Select "Payments and subscriptions," then "Subscriptions."
- This displays all active subscriptions linked to your Google account.
- Tap Identity Guard and select "Cancel subscription."
- Google will ask you to confirm your cancellation and may offer a retention discount.
- Confirm the cancellation and note the end date of your service.
- Google will send a confirmation email to your registered Google account email address.
- Your access will end at the conclusion of your current billing cycle.
- Document the cancellation by taking a screenshot of your subscriptions list.
- Verify that Identity Guard no longer appears as active after 2 business days.
Cancellation timelines and when your service actually ends
Understanding the timeline prevents unexpected charges and confusion about your coverage status.
Immediate vs. end-of-cycle cancellation
When you cancel Identity Guard, you immediately lose the ability to access new features and receive new alerts. However, your service access typically continues until the end of your current billing cycle (the date your next payment would have been due). For example, if you cancel on 15 January but your billing cycle ends on 31 January, you'll retain full access until 31 January, and Identity Guard will not charge you on your next renewal date. After your service ends, you can no longer log in, access your monitoring dashboard, or receive alerts.
How to request a refund after cancellation
Cancellation and refunds are separate processes; cancelling your subscription does not automatically trigger a refund for your current billing period.
Refunds under the cooling-off period
If you cancel within 14 days of purchase and have not materially used the service, you are entitled to a full refund under consumer protection law. Contact Identity Guard's customer service team and explicitly state that you are exercising your cooling-off right. Provide your order number, purchase date, and the reason for cancellation. The company must process your refund within 30 days of receiving your request, returning the full amount to your original payment method.
Refunds for service failures
If Identity Guard failed to deliver the service as promised (monitoring didn't function, alerts were not sent, or the service was unavailable for extended periods), you may be entitled to a partial refund or credit even outside the cooling-off period. Document the failure with screenshots, dates, and times, then submit a formal refund request to Identity Guard's customer service. If the company refuses, contact the Commerce Commission to lodge a formal complaint. The Commerce Commission will investigate whether the service breach justifies a refund.
Refunds for monthly vs. annual subscribers
If you subscribed on a monthly plan and cancel mid-cycle, you will not receive a refund for the current month-you'll retain service until the end of that billing period. If you subscribed on an annual plan and cancel early (outside the cooling-off period), Identity Guard will typically not refund any unused portion of the year. However, if the service failed to perform as advertised, you may still request a pro-rata refund based on the period you didn't use the service. Yafee has helped thousands of New Zealand consumers recover unexpected refunds by clearly documenting service failures and escalating to the Commerce Commission when necessary.
Identity Guard pricing and billing in new zealand
Understanding your current plan and pricing helps you make an informed decision about whether cancellation is right for you.
| Plan type | Billing cycle | Monthly cost (NZD) | Annual cost (NZD) | Key features |
|---|---|---|---|---|
| Identity Guard Core | Monthly or Annual | $25-$30 | $180-$240 | Credit monitoring, dark web scan, alert notifications |
| Identity Guard Plus | Monthly or Annual | $35-$40 | $250-$320 | All Core features plus identity restoration assistance |
| Identity Guard Premium | Monthly or Annual | $45-$50 | $320-$400 | All Plus features plus $1 million identity theft insurance |
| Family Plan | Annual only | N/A | $400-$500 | Coverage for up to 6 family members, all Premium features |
| Free Trial | Limited time | $0 (first 30 days) | N/A | Full Premium access, then charged monthly unless cancelled |
All prices are displayed in USD on Identity Guard's website and converted to NZD at your payment provider's exchange rate, typically at the time of transaction. Check your credit card statement or PayPal account to see the exact NZD amount you were charged, as exchange rates fluctuate daily.
Common cancellation mistakes to avoid
Cancellation is straightforward when you follow the right process, but several mistakes can cause delays, unexpected charges, or lost refund opportunities.
Mistake 1: cancelling without documenting the confirmation
Failing to save your cancellation confirmation is the most common error. If Identity Guard charges you after you cancel, you'll need written proof that cancellation was processed. Always take a screenshot of your account showing the cancellation confirmation, and save the confirmation email Identity Guard sends you. Without this evidence, you'll struggle to dispute an unexpected charge with your bank or the Commerce Commission.
Mistake 2: assuming cancellation means immediate refund
Cancelling your subscription does not automatically refund your current billing period. You must submit a separate refund request, particularly if you cancel mid-cycle or within the cooling-off period. Contact Yafee customer support if you need help drafting a refund request email that references the Consumer Guarantees Act 1993 and strengthens your case.
Mistake 3: cancelling through the wrong channel
If you bought Identity Guard through Apple App Store but attempt to cancel through Identity Guard's website, the cancellation won't process correctly. Verify your purchase channel first by checking your email confirmation or payment history, then cancel through the exact channel you used to subscribe.
Mistake 4: not checking your account after cancellation
Always log back into your Identity Guard account 2 business days after cancelling to verify the subscription no longer appears as "active." If it still shows as active, contact Identity Guard's support team immediately. Do not wait until you're charged again to investigate.
Mistake 5: missing the 14-day cooling-off window
If you purchased online and want a full refund with no questions asked, you must cancel within 14 days of the purchase date. After this period, you'll only qualify for a refund if the service failed to perform as promised. Mark your calendar and act quickly if you decide the service isn't for you.
What happens after your cancellation is finalised
Once your cancellation is confirmed and your billing cycle ends, your access to Identity Guard ceases entirely.
Loss of service and data access
After your final billing date passes, you will no longer be able to log into your Identity Guard account. Your monitoring dashboard, alert history, and identity reports will become inaccessible. If you need copies of your monitoring history or credit reports, download or export them before your cancellation date takes effect. After your access ends, Identity Guard is not required to provide you with historical data.
Stopping further charges
Once your cancellation is processed, Identity Guard will not charge you again, provided you've cancelled through the correct channel (website, app store, or employer platform). If you see an unexpected charge after your cancellation date, contact your bank or payment provider immediately and dispute the charge. Provide them with your cancellation confirmation email as evidence that you cancelled before the charge date.
Cancellation confirmation checklist
- Cancellation confirmation email from Identity Guard or the app store received and saved
- Screenshot of cancellation confirmation page captured and stored safely
- No unexpected charges on your bank statement after your final billing date
- Account login no longer works after your service end date (expected)
- Any downloaded reports or identity restoration documents saved to your computer
Comparing Identity Guard with alternative services
Before finalising your cancellation, consider whether an alternative service might better suit your needs at a lower cost or with superior features.
| Service | Monthly cost (NZD) | Credit monitoring | Dark web scan | Identity restoration |
|---|---|---|---|---|
| Identity Guard | $25-$50 | Yes | Yes | Yes (Plus+) |
| Aura (standalone) | $20-$45 | Yes | Yes | Yes |
| Equifax Complete | $18-$35 | Yes | Limited | Limited |
| Experian IdentityWorks | $22-$40 | Yes | Yes | Limited |
| Credit Karma (free tier) | $0 | Yes (limited) | No | No |
| 1Password (password manager) | $5-$15 | No | No | No (password security only) |
Consider your actual security risk before switching. If you have multiple financial accounts, active credit profiles, or previous fraud incidents, a comprehensive service like Identity Guard may justify the cost. If you simply want free credit monitoring and basic fraud alerts, Credit Karma or your bank's free monitoring tools may be sufficient. Yafee can help you evaluate alternatives and ensure your new service includes the specific protections you need.
What to do if Identity Guard refuses your cancellation
In rare cases, a company may refuse to process a cancellation or dispute your refund claim. You have statutory remedies available to you.
Escalation to the commerce commission
If Identity Guard refuses to cancel your subscription or process a refund you believe you're entitled to under the Consumer Guarantees Act 1993, lodge a formal complaint with the Commerce Commission (New Zealand's consumer authority). You can file a complaint online at www.comcom.govt.nz at no cost. Provide your cancellation confirmation, any evidence of service failure, and correspondence with Identity Guard. The Commerce Commission will investigate whether the company has breached consumer law and may compel them to issue a refund or allow cancellation.
Credit card chargeback
If Identity Guard continues to charge you after you've cancelled and the company refuses to respond, contact your bank or credit card issuer and request a chargeback. Provide your bank with your cancellation confirmation email and any subsequent unauthorised charges. Your bank will dispute the charge on your behalf and typically resolves the issue within 30 days, reversing unauthorised charges and protecting you from future debits.
Small claims dispute
If the amount in dispute exceeds your bank's chargeback limits or your bank declines to help, you can raise a small claims dispute through the District Court. For claims under NZD $15,000, the process is relatively informal and you do not need a lawyer. The Commerce Commission or Citizens Advice Bureau can advise you on how to file.
Summary and next steps
Cancelling Identity Guard in New Zealand is straightforward when you follow the correct procedure for your purchase channel, document your confirmation, and understand your consumer rights. Your legal protections under the Consumer Guarantees Act 1993 give you recourse if the service fails to perform as promised, and the 14-day cooling-off period protects you if you've purchased online and changed your mind. Do not delay if you've decided to cancel; act within 14 days of purchase if you want a full refund with no questions asked, and always save your cancellation confirmation. If you encounter resistance, escalate to the Commerce Commission without hesitation. Yafee has guided thousands of New Zealand consumers through cancellation and refund processes, and our team can help you draft escalation letters, understand your rights, and ensure you recover any money you're entitled to. Visit Yafee.com to access additional cancellation guides, refund templates, and contact information for New Zealand's consumer authorities.
Contact information for Identity Guard cancellation support
Identity Guard (Aura) does not maintain a New Zealand-specific postal address for cancellations. Cancellations are processed through your online account, app store, or by contacting their general support team. For the most current contact details, visit www.identityguard.com or check your account confirmation email. If you need assistance drafting a formal cancellation or refund request, Yafee provides templates and guidance tailored to New Zealand consumer law at no cost. Reach out to Yafee at [email protected] or visit yafee.com to access additional support resources.
Important warning
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- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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